Initial Business Response /* (1000, 8, 2016/01/26) */
Regarding case number *** , some time ago the customer contacted us regarding a heat pump that was not in working orderWe advised the customer that our service tech had injured his leg and was under the care of his doctor and ***
regarding a return timeAt that time *** was supposed to be back shortly and we said we would get to the home as fast as possible
Then due to unforeseen circumstances *** has is allowed time to return to work changed as per ***, we instructed the customer that this had changedWe told the customer we would pay a local company to fix the unit for herWe then called numerous local people to go in fix the unitAs many of the listed companies in the directory for that area had gone out of business there was no available to fix the unit
At this time we apologised and told her the issue she was having was a problem that we needed a licensed tech for and as soon as *** was back he would make her a priorityThe date we gave her was the 28th of January and we still hold to that dateThe resolve for this is unfortunate that the customer had to wait but it was the best could be done at that time***s return was under the advisement of a doctor and *** and the job had to be done by a licensed tech*** As mentioned this was just an unfortunate situation
Initial Consumer Rebuttal /* (3000, 10, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is going on the third month now as of Feb 1st he stated it repaired I am not accepting this as it broke down times in weeks, I am out of pocket expenses for the extra power I needed to heat some of the upstairs plus oilThis unit was not even yr old at the first time of the complaintThey have told me before someone was coming up and no one showed up I didn't even get a courtesy call to let me know they would not be coming I had to pay a long distant call to find out what was going onThe message that was left on my phone on Jan 16th 2016, was that a tech would be up in the afternoon sometime as he has a previous call before mine if the weather was permitting.As they will only be leaving *** at am and it's a hr drivethey came quick enough when they wanted the $*** I paid for three units.***
Final Consumer Response /* (2000, 19, 2016/02/24) */
it was finally completed on Feb 12th
Initial Business Response /* (1000, 6, 2017/01/18) */
To whom it may concern,
This customer has some insulation issues and airflow issues that need to be resolvedAlso many statements in this letter are unfounded and simply untrueThe customer contacted Hayward Healthy Home Solutions told us
at that time the living room was warm but the kitchen and hallway were notWe tried to walk them through some best practices over the phoneThis did not resolve the issue the customer was indicating*** our service tech went to the home took the readings of the unit and it was in great working order*** also took the temp leaving the unit and it was normalWe suggested some solutions that we felt may work for themThey followed none of these suggestionsThe trailer they are attempting to heat is very old and very poorly insulatedI also went to the home and when I took my shoes off the floor was like iceThe customer told me at this time that the pipes had just froze because there was no insulation under the trailerWith this amount of cold air and heat loss I am sure that they are having issues but none are the heat pumpWe also suggested that the enterance into the living room is less width than the average door and that opening that up would allow more air out of the space they are trying to heatThen the customer called ** and told them what was happeningThe called and asked me to call ** on conference call I told them my phone did not do that but if there phone did I would be happy toWhen we could not make the call together I called ** and asked what had been said and what should be doneI explained what we saw happeningThe customer had indicated that ** told them they should get the money backWe contacted ** who reviewed the call with the ** customer service line as they are recorded and never did the customer service rep say such a thingI understand that the customer is frustrated but my company can not be responsible for insulation in there homeWe put the unit in before heating season and at that time the customer did not advice us of any insulation concernsBut they clearly told me when I questioned the cold floors that years ago an animal had ripped out a lot of the vapour barrier and insulation from under the trailerThis was so bad that pipes froze under the trailer just a week or less before my business arrivedWe have all stats supporting the unit is operating properly and an email from ** stating no one ever told them they should get money back on a recorded call***
Initial Consumer Rebuttal /* (3000, 8, 2017/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Call ** head office spoke with *** with case*** She confirmed Chris' notes state to way call ** to fix or replace heating pump*** advised to call service company in area to have second opinionWe had frozen pipes due to heater tapes were not working Had new heating tapes and new water pipe put on, had insulation added to under trailerCalled service company in*** who will be coming tomorrow Jan ***
Final Consumer Response /* (2000, 6, 2017/03/21) */
Please be advised that Hayward Healthy Home Solutions have replaced my unit. As of now the issue has been resolved to my satisfaction.
I sent Mr. [redacted] (2) Diodes free of charge on August 15, 2014. Our offices were closed from December 16, 2014 to January 3, 2015. I didn't know he did not receive the diodes that I sent him. I received this complaint and I have sent him (2) more Diodes free of charge. I also...
called and let him know that they were on the way via USPS and to keep a lookout for them.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you very much for discussing my complaint with them. I'm thankful there is a good solution. I wish the parts had arrived in August as stated, but I never received them. Unfortunately they didn't tell me some were sent and thus I wasn't aware of their effort to solve my problem.My appreciation to PowR-Quip for their efforts to help me. Since they were very responsive to my original requests for help I was surprised I wasn't getting any response in December and January.
Regards,
[redacted]
Initial Business Response /* (1000, 8, 2016/01/26) */
Regarding case number *** , some time ago the customer contacted us regarding a heat pump that was not in working orderWe advised the customer that our service tech had injured his leg and was under the care of his doctor and ***
regarding a return timeAt that time *** was supposed to be back shortly and we said we would get to the home as fast as possible
Then due to unforeseen circumstances *** has is allowed time to return to work changed as per ***, we instructed the customer that this had changedWe told the customer we would pay a local company to fix the unit for herWe then called numerous local people to go in fix the unitAs many of the listed companies in the directory for that area had gone out of business there was no available to fix the unit
At this time we apologised and told her the issue she was having was a problem that we needed a licensed tech for and as soon as *** was back he would make her a priorityThe date we gave her was the 28th of January and we still hold to that dateThe resolve for this is unfortunate that the customer had to wait but it was the best could be done at that time***s return was under the advisement of a doctor and *** and the job had to be done by a licensed tech*** As mentioned this was just an unfortunate situation
Initial Consumer Rebuttal /* (3000, 10, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is going on the third month now as of Feb 1st he stated it repaired I am not accepting this as it broke down times in weeks, I am out of pocket expenses for the extra power I needed to heat some of the upstairs plus oilThis unit was not even yr old at the first time of the complaintThey have told me before someone was coming up and no one showed up I didn't even get a courtesy call to let me know they would not be coming I had to pay a long distant call to find out what was going onThe message that was left on my phone on Jan 16th 2016, was that a tech would be up in the afternoon sometime as he has a previous call before mine if the weather was permitting.As they will only be leaving *** at am and it's a hr drivethey came quick enough when they wanted the $*** I paid for three units.***
Final Consumer Response /* (2000, 19, 2016/02/24) */
it was finally completed on Feb 12th
Initial Business Response /* (1000, 16, 2016/04/08) */
We have customer her money back and took out unit
***
Initial Business Response /* (1000, 6, 2017/01/18) */
To whom it may concern,
This customer has some insulation issues and airflow issues that need to be resolvedAlso many statements in this letter are unfounded and simply untrueThe customer contacted Hayward Healthy Home Solutions told us
at that time the living room was warm but the kitchen and hallway were notWe tried to walk them through some best practices over the phoneThis did not resolve the issue the customer was indicating*** our service tech went to the home took the readings of the unit and it was in great working order*** also took the temp leaving the unit and it was normalWe suggested some solutions that we felt may work for themThey followed none of these suggestionsThe trailer they are attempting to heat is very old and very poorly insulatedI also went to the home and when I took my shoes off the floor was like iceThe customer told me at this time that the pipes had just froze because there was no insulation under the trailerWith this amount of cold air and heat loss I am sure that they are having issues but none are the heat pumpWe also suggested that the enterance into the living room is less width than the average door and that opening that up would allow more air out of the space they are trying to heatThen the customer called ** and told them what was happeningThe called and asked me to call ** on conference call I told them my phone did not do that but if there phone did I would be happy toWhen we could not make the call together I called ** and asked what had been said and what should be doneI explained what we saw happeningThe customer had indicated that ** told them they should get the money backWe contacted ** who reviewed the call with the ** customer service line as they are recorded and never did the customer service rep say such a thingI understand that the customer is frustrated but my company can not be responsible for insulation in there homeWe put the unit in before heating season and at that time the customer did not advice us of any insulation concernsBut they clearly told me when I questioned the cold floors that years ago an animal had ripped out a lot of the vapour barrier and insulation from under the trailerThis was so bad that pipes froze under the trailer just a week or less before my business arrivedWe have all stats supporting the unit is operating properly and an email from ** stating no one ever told them they should get money back on a recorded call***
Initial Consumer Rebuttal /* (3000, 8, 2017/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Call ** head office spoke with *** with case*** She confirmed Chris' notes state to way call ** to fix or replace heating pump*** advised to call service company in area to have second opinionWe had frozen pipes due to heater tapes were not working Had new heating tapes and new water pipe put on, had insulation added to under trailerCalled service company in*** who will be coming tomorrow Jan ***
Final Consumer Response /* (2000, 6, 2017/03/21) */
Please be advised that Hayward Healthy Home Solutions have replaced my unit. As of now the issue has been resolved to my satisfaction.
I sent Mr. [redacted] (2) Diodes free of charge on August 15, 2014. Our offices were closed from December 16, 2014 to January 3, 2015. I didn't know he did not receive the diodes that I sent him. I received this complaint and I have sent him (2) more Diodes free of charge. I also...
called and let him know that they were on the way via USPS and to keep a lookout for them.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you very much for discussing my complaint with them. I'm thankful there is a good solution. I wish the parts had arrived in August as stated, but I never received them. Unfortunately they didn't tell me some were sent and thus I wasn't aware of their effort to solve my problem.My appreciation to PowR-Quip for their efforts to help me. Since they were very responsive to my original requests for help I was surprised I wasn't getting any response in December and January.
Regards,
[redacted]